CARE Service Terms

    Last updated: March 2026

    These CARE Service Terms ("Service Terms") supplement the Thamra Group Terms of Service and govern your use of CARE (Customer AI Response Engine). By using CARE, you agree to both these Service Terms and the general Terms of Service. In the event of a conflict, these Service Terms prevail with respect to CARE services.

    1. Service Overview

    CARE (Customer AI Response Engine) is an AI-powered customer support agent provided by Thamra Group for Technology and Trading LLC. CARE handles customer conversations in Arabic (multiple dialects) and English across WhatsApp Business and website chat widgets. CARE can answer questions, take actions (bookings, orders, billing inquiries), and escalate to human agents with full context when needed.

    2. Setup Fee

    A one-time, non-refundable setup fee of 299 QAR is due before onboarding begins. This fee covers knowledge base configuration, workflow setup, dialect tuning, and initial testing. No exceptions.

    3. Monthly Usage Billing

    Following activation, the Client will be invoiced monthly based on the total number of completed conversations handled by CARE during the preceding billing period. The per-conversation rate is defined in the onboarding agreement. The Client may set a monthly conversation limit through the billing dashboard, or choose to leave usage uncapped.

    4. Invoice & Payment Terms

    Invoices are issued at the start of each calendar month for the previous month's usage. Payment is due upon receipt. If payment is not received within 7 days of the invoice date, Thamra reserves the right to suspend CARE services without prior notice. Services will be reactivated upon full payment of the outstanding balance.

    5. Refund Policy

    No refunds are issued for the setup fee under any circumstances. Monthly usage invoices are non-refundable, as they reflect services already delivered. In the event of a verified technical malfunction on Thamra's end that results in incorrect conversation billing, Thamra will issue a credit adjustment on the following month's invoice. No cash refunds will be processed. For full details, see the CARE Refund & Billing Policy.

    6. Cancellation

    Either party may terminate the service with 7 days written notice. Upon cancellation, a final invoice will be issued covering all conversations completed up to the date of CARE deactivation. The setup fee remains non-refundable. No early termination penalties apply.

    7. Subscription and Add-Ons

    Optional add-on services may be subscribed to at additional monthly fees:

    • Custom Workflow: Contact Sales for pricing
    • White-Label Branding: Contact Sales for pricing
    • Advanced CRM Connection: Contact Sales for pricing

    Add-on subscriptions are billed monthly alongside your conversation charges. Thamra Group reserves the right to modify pricing with 30 days' written notice to affected subscribers.

    8. General Terms

    All other terms — including acceptable use, intellectual property, warranties, liability, indemnification, governing law, and dispute resolution — are governed by the Thamra Group Terms of Service.

    9. Contact

    For questions about these CARE Service Terms, contact us at: